Aaliyah Martinez
Covington,KY
Summary
Dynamic customer service professional with extensive experience at Citibank, excelling in conflict resolution and relationship building. Proven ability to enhance customer satisfaction through active listening and personalized solutions. Skilled in data entry and Microsoft Excel, consistently achieving high retention rates and fostering loyalty among clients.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Citibank
Florence KY
08.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Cashier
Goodwill
Bellevue KY
04.2024 - 07.2024
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Loader
Amazon
Hebron KY
06.2021 - 01.2024
Dispatcher
South Eastern Freight
Independence KY
04.2019 - 06.2021
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of Number fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Generated reports to track deliveries and maintain proper records and documentation.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
Education
Highschool -
Scott High School
Taylor Mill, KY05.2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Appointment scheduling
- Team development
- Documentation
- Administrative support
- De-escalation techniques
Timeline
Customer Service Representative
Citibank
08.2024 - Current
Cashier
Goodwill
04.2024 - 07.2024
Loader
Amazon
06.2021 - 01.2024
Dispatcher
South Eastern Freight
04.2019 - 06.2021
Highschool -
Scott High School